Case Study: Brooks boosts support speed and reduces burnout with Assembled

Brooks reduces phone wait times by 66% with Assembled

Brooks Running, an eCommerce brand with a growing omnichannel customer experience operation, needed better workforce management as its channels expanded and its existing systems became fragmented. To address the challenge, Brooks chose Assembled, using its workforce management tools to improve visibility, scheduling, and real-time oversight across chat, phone, and email support.

With Assembled, Brooks made nimble intraday scheduling changes, optimized breaks, and improved forecasting and adherence monitoring through live dashboards and optimization features. The results were significant: Brooks lowered average phone wait times by 66%, cutting one reported period from 1 minute 6 seconds to 22 seconds, while also improving service levels and reducing agent burnout.

Brooks

Andrew Marston

Runner Experience Supervisor